Please contact your Volkswagen, Audi, Skoda or Seat Partner.

With the Trust Building Measure, Volkswagen is informing its customers that it would consider any complaints that are established to have arisen as a result of the implementation of the technical measure on vehicles with EA189 type diesel engines and that relate to certain parts of the engine and exhaust treatment system. The Trust Building Measure covers a total of eleven components within the exhaust gas recirculation system, the fuel injection system and the emissions after treatment system: lambda probe, temperature sensor, EGR changeover valve, EGR valve, EGR pressure differential sensor, injector, high pressure pump, fuel rail, pressure control valve, pressure sensor, high pressure pipelines.The Trust Building Measure applies for a period of 24 months from when the vehicle receives the technical measure and only to vehicles with mileage of under 250,000 km at the time the Trust Building Measure is implemented (whichever comes earlier).It also extends to all customers whose eligible vehicles have already been updated.

The Trust Building Measure has no bearing on Volkswagen position that the technical measures do not have any negative effects on the durability of the engine and the after treatment system. The regulators have confirmed that the technical measures meet all legal requirements and have no adverse impact on fuel consumption figures, CO₂ emissions figures, engine output, maximum torque and noise emissions. With the Trust Building Measure, Volkswagen is sending a clear signal that the update has no negative effects on vehicle durability. This measure should serve to strengthen customer confidence in the technical measure and should encourage more customers to have their cars updated.

Detailed information is available about the terms and conditions of the Trust Building Measure from all authorized dealers and workshops for their respective vehicle brand, as well as online. Of course all customers can also contact the responsible customer service contact by letter, e-mail or telephone.

Please contact your Volkswagen-, Audi-, Skoda or Seat-Partner.

Customer eligibility is decided by the relevant authorized service center based on the information provided by customers (in line with the burden of proof), in close consultation with the customer service department of the relevant Volkswagen Group brand.

Yes.

You will have to register your car in that country. Normally the authorities will inform you that you need to get the update within a certain period of time. Please contact your Volkswagen Partner in your new home country.

It's true that the German Federal Office for Motor Traffic (KBA) has approved 100% of our advanced technical solutions. However, the necessary software still has to be provided in the right volumes for all brands and models. We anticipate that we will be able to provide the technical solutions for all affected models by the end of the current year, including within customer services. You shall then receive a letter on these matters.

No. All affected vehicles are technically safe and can be driven.

In the engine controller of the vehicles with affected engines, a software function was used that recognized the driving curve of the official type test. Depending on the recognition of the driving curve the engine controller switches to 2 different modes: mode 1 with an optimum NOx level for testing conditions or mode 2 for optimum levels of particulate matter in use on the road.

Volkswagen has developed solutions for the affected vehicles and shall inform you immediately by post as soon as the service measure can be carried out on your vehicle.

Yes, you will receive a confirmation from the Volkswagen Partner after the technical measure has been successfully implemented. If you lose this confirmation or have not received it, please contact your Volkswagen Partner.

Affected customers can be sure that the technical measures will be successfully implemented and will not have adverse effects on their vehicles‘ fuel consumption figures, CO₂ emissions, engine power, maximum torque or noise emissions. This was a key precondition for approval of the technical measure by the authorities. However, if you experience a problem with your vehicle, please contact your next Volkswagen Partner or call the Diesel-Hotline at the 0800 – 8655792436.

Yes, all affected vehicles are technically safe and can be driven.

Volkswagen will get in touch with you as quickly as possible to inform you about the required measures. If Volkswagen does not contact you, please use the contact function on this website.

Volkswagen is working hard to eliminate any deviations using technical measures – free of charge for our customers.

Volkswagen will inform you of any necessary technical measures.

Vehicles with EA189 diesel engines are equipped with a software that controls the emission of legal NOx values when the car is running on the dynamometer.

According to the observations of the authorities, the nitrogen oxide emissions that occur during vehicle operation (optimised for the dynamometer cycle) in a test cycle on the roller dynamometer deviate from the legal requirements.

In the European Union, follow-up models to the EA189 from the Volkswagen Group which have a diesel engine and which conform with the EU6 standard fulfil the legal requirements and environmental standards. This refers to Volkswagen, AUDI, SKODA and Seat vehicles that are equipped with an EA288 engine.

No. Petrol engines are not affected as the exhaust gas treatment systems in diesel and petrol engines are completely different. Petrol engines are therefore not affected by the switch issue that affects diesel engines.

Yes, there is a sticker near the spare wheel well in the luggage compartment that is proof of the technical measure. It is also stored in the electronic vehicle history, which each contractual party has access to. The technical measure is also recorded by hand in the vehicle service schedule.

No, the software will not cause any damages to the vehicle. The software enabled the car to recognise when it was on a dynamometer; in standard operation, the software was inactive.

Yes, all national and European Volkswagen Partners shall be informed.

Yes, the costs will be covered by Volkswagen.

Yes, but the measures may differ depending on model and engine.

Volkswagen has agreed to buy back some 475,000 vehicles belonging to the Volkswagen and Audi brands / to take back leasing cars prematurely. A technical modification may also be carried out if the US authorities give their approval. Our customers in the USA are also eligible for a cash compensation if the requirements agreed upon are fulfilled. We believe that this is a reasonable solution. We are establishing a fund to finance this programme, into which we shall pay up to 10.033 billion US dollars. In addition, we shall pay 2.7 billion US dollars to compensate for the excessive nitrogen oxide emissions, and we will invest 2.0 billion US dollars in environmentally friendly zero-emissions vehicles.

The Trust Building Measure is a way for Volkswagen to tell its customers that it will deal with any grievances concerning the technical measure to be carried out on vehicles with EA189 diesel engines, as well as any grievances which relate to certain components of the engine and emission control system. In principle, this Trust Building Measure is valid for a period of 24 months following the execution of the technical measure and for vehicles with up to a total maximum mileage of 155,000 miles (250,000 km) at the point when a claim is made for the Trust Building Measure (depending on which criteria is relevant first).

Volkswagen has always stated that the implementation of the technical measure is not linked to any deteriorations regarding fuel consumption, CO₂ emissions, engine performance and torque, noise emissions or the durability of the engine and its components, and that all vehicle values relevant to type approval remain valid. The regulation authorities have expressly verified that the legal requirements have been met. This verification also applies for the requirements concerning the durability of the emission control system.

This is not affected in any way by the Trust Building Measure. In fact, the Trust Building Measure allows Volkswagen to give a clear signal that no negative impacts on the durability of the vehicle are associated with the update. The aim of this measure is to reinforce customer faith in the reliability of the technical measure and also to encourage customers to allow the technical measure to be carried out on their vehicles.

Detailed information on the conditions and scope of the Trust Building Measure shall soon be available to customers at all brand partner companies.

The Trust Building Measure applies for all vehicles with an EA189 diesel engine belonging to the Volkswagen, Audi, Seat, Skoda and Volkswagen Commercial Vehicles brands on which the technical measure has been carried out.

The Trust Building Measure applies for all Volkswagen customers whose vehicles are equipped with an EA189 diesel engine and who allow their vehicle to be updated within the scope of the 23R7 service campaign in the context of the diesel issue; however, this only applies to vehicles with a maximum total mileage of 155,000 miles (250,000 km) at the point when a claim is made for the Trust Building Measure and for customers who can verify that they have previously participated in all service and maintenance works recommended by the manufacturer (i.e. vehicles with a "full service history").

Of course, the Trust Building Measure applies retroactively for all vehicles which have participated in the technical measure in the past, from the date of execution of the technical measure (provided that all other requirements for the Trust Building Measure have been fulfilled). The Trust Building Measure is linked to the respective vehicle identification number and as such applies for the subsequent vehicle owner if the vehicle is sold at any point within the 24-month period.

The Trust Building Measure applies worldwide, excluding the US, Canadian and South Korean markets, as they are subject to different regulations.

The Trust Building Measure applies to a total of eleven components of the exhaust gas recirculation system, the fuel injection system and the exhaust gas treatment system: lambda probe, temperature sensor, exhaust gas recirculation switch valve, exhaust gas recirculation valve, differential pressure sensor, injector, high-pressure pump, (fuel) rail element, pressure control valve, pressure sensor, injector pipe.

The Trust Building Measure has no impact on the statement from Volkswagen that the technical measure shall result in no disadvantages for customers with regards to the durability of the engine and its components. The regulation authorities have confirmed that the technical measure fulfils all legal requirements and shall not cause any deteriorations regarding fuel consumption, CO₂ emissions, engine performance and torque, and noise emissions.

In addition to the requirements listed above:

1. The Trust Building Measure…
… can only be requested from, and assessed and executed by, an authorised Service Partner.
… only applies for material and production defects in the following vehicle components: lambda probe, temperature sensor, exhaust gas recirculation switch valve, exhaust gas recirculation valve, differential pressure sensor, injector, high-pressure pump, (fuel) rail element, pressure control valve, pressure sensor, injector pipe.
… does not include the provision of Withment vehicles, reimbursement of expenses, damages etc.

2. The Trust Building Measure requires that
… the EA189 vehicle concerned participated in the 23R7 service campaign,
… the vehicle underwent proper maintenance works in accordance with the service schedule, service updates and recalls stipulated by Volkswagen.

3. and provided that none of the following applies:

• Cases of natural wear-and-tear, i.e. damages to the vehicle and its components caused by normal wear.
• The owner or a non-authorised Service Partner and/or dealership has not repaired, maintained or looked after the vehicle properly (e.g. by using components that have not been approved by the manufacturer).
• The specifications concerning operation, treatment and care of the vehicle, e.g. from the operating manual, have not been observed.
• The vehicle was damaged by a third party or external influences such as accidents, storms/hail, flooding etc. which gave rise to the subject matter of the grievance.
• All grievances relating to the particulate filter that can be traced back to the ash load of the particulate filter.
• Components have been installed in the vehicle that have not been approved by the manufacturer or the vehicle has been modified in a non-authorised manner, e.g. by (chip) tuning.
• The vehicle has been used incorrectly, e.g. in motor sports competitions or by overloading the vehicle.
• The vehicle owner did not report the grievance within a reasonable time period,
• The vehicle owner has not given Volkswagen the opportunity to rectify the matter of the grievance within a reasonable time period.

Yes. The Trust Building Measure also applies retroactively for all vehicles which have participated in the technical measure in the past, from the date of execution of the technical measure (provided that all other requirements for the Trust Building Measure have been fulfilled).

If any services associated with the participation in the technical measure have incurred costs for you, Volkswagen will check whether the requirements for the Trust Building Measure apply in your case and whether the costs incurred will be borne by Volkswagen. Applications for the coverage of costs must be submitted by 31st December 2017 to an authorised Service Partner in the country in which the services were rendered.

The differences in this case are single-digit weights (in grams). To explain: 3g CO₂/km emissions are equivalent to approximately 0.1 l/100 km excess consumption. It is important to highlight that the measured values refer to the NEDC cycle. The real consumption values experienced by the customer remain unchanged.

There are no changes for the customer. The real consumption values of customer vehicles do not change; it is also not necessary to carry out any technical measures on the vehicles.

No, the measured CO₂ and consumption values shall be transferred to the vehicle documents of future new vehicles within the scope of the approval process and included in the entire commercial communication. No software or technical modifications will be conducted.

The NEDC (New European Driving Cycle), a standardised driving cycle for Europe, according to which the approval measurements are taken, refers to a comparative value and thus to a benchmark for customers to evaluate different vehicles produced by different manufacturers and their consumption behaviour. In practice, the driving performance is generally quite different, meaning that the approval values and actual consumption values can only be compared to a certain extent. From 2017 onwards, the so-called WLTP shall be specified as an approval cycle, which uses higher speeds and higher accelerations. This means that the WLTP is more practice-oriented.